Provide senior-level strategy and support to clients to effectively deliver on their change management goals. Enable client's use of Chama, iTalent's innovative cloud-based software that enables companies to drive change agility and resiliency to achieve exponential change. Help identify and test additional Chama design and functionality improvements. Develop written and video training materials for Chama. Set up and test Chama's Help functionality via Zendesk.

http://heatherlmarks.com• Freelance Strengths coach and consultant for communications, change management, and employee engagement• Recent focus areas: communications in organizational development and M&A• Provided on site and remote change management communications for an Oracle E-Business Suite implementation at a Fortune 500 company over three years (NE Ohio) - Coached the Organizational Change Management team leader to advocate effectively for change outcomes with project and business leadership• Developed and delivered seminars for a university and coached individuals on applying strengths successfully in job interviews and salary negotiations (Central NC; Los Angeles)• Planned and facilitated a non-profit board retreat to align on strategy, roles, and a path forward in the wake of sudden leadership departures (Chapel Hill, NC)• Developed Adoption Strategy for a global R&D group IT system implementation (NE Ohio)• Created & led a custom workshop on incorporating Change Management techniques into Communication Strategies for better outcomes (Los Angeles, CA)• Facilitated a 2-day values & branding workshop for a global communications leadership team, resulting in alignment on strategy and implementation plan (Leiden, Netherlands)

Provided senior-level strategy and support to clients to effectively deliver on their change management goals. Enabled client's use of Chama, iTalent's innovative cloud-based software that enables companies to drive change agility and resiliency to achieve exponential change. Helped identify and test additional Chama design and functionality improvements in partnership with the client beta tester. Developed written and video training materials for Chama. Set up and tested Chama's Help functionality using Zendesk.● CHANGE MANAGEMENT - Orchestrated and supported change management planning and activities for a global technology client undergoing key changes affecting their sales, customer experience, finance, helpdesk and partner business units. Provided perspective, insights, and support for an initiative to link more than 50 change management activities across multiple programs. ● CHANGE AS A SERVICE DATA VISUALIZATION - Worked with clients to deploy Chama, an AI-enabled, cloud-based technology that fuels the delivery of Change as a Service, enabling companies to expedite exponential change and continuous learning across projects, programs and portfolios. ● TRAINING - Developed training reference manuals, guides, and videos for Chama and deployed them onto a Zendesk cloud-based support center.

• STRATEGY - Conducted extensive internal and external research on employee engagement and well-being. Created a strategic plan and initiatives to maintain and improve employee engagement through a focus on energy management, sustainable well-being, and resilience in business and in life.• ENGAGEMENT ANALYTICS STRATEGY - Developed an Employee Engagement Analysis & Insights strategy to provide integrated engagement measurement, analysis, insights, and recommendations to the business (executives, managers, employees, HR representatives, HR programs). Made the business case for automation of the survey process, dashboards, and reporting. • INSIGHTS + CONSULTING - Provided executives with detailed engagement survey results and longevity reports, including comment analysis. Partnered with HR representatives to provide insights and recommendations to maintain and improve engagement. Led discussions with executives and their leadership teams to explore engagement issues and apply data-driven insights to people strategies that have a significant impact on business outcomes. • TRAINING - Led development and delivery of training for managers and HR representatives to use online survey dashboards and interpret results. Created enablement toolkits with templates and guides for open communication and collaborative action planning.• PROGRAM MANAGEMENT + IMPROVEMENTS - Conducted annual employee surveys and produced quarterly Longevity Reports. Introduced a new vendor to automate reporting and analysis and enhance the user experience. Launched online dashboards, enabling a ten-fold increase in manager access to results. • CHANGE MANAGEMENT - Used Red Hat’s Open Decision Framework (see articles on www.opensource.com) to gather input and feedback on proposed survey program changes. Achieved an 18% increase in survey responses in one year, plus significant positive feedback on the survey experience, communications, and ability to access and apply the results.

• CENTER OF EXCELLENCE LEADERSHIP - Built a team of internal communication professionals to support the company's fast-growing needs. In three years, the team shifted from an execution-driven mindset to a consultative approach guided by a focus on business outcomes and cultivating the company's unique culture (a strategic priority). Created a community to extend the team's "arms and legs" and influence, inviting other communication professionals and interested employees to participate. • CULTURE STRATEGY - Developed a strategy to cultivate Red Hat’s unique culture that relied on connecting and infusing culture messages into existing programs. Provided culture and communication insights to influence HR programs. Focused on executives and managers to achieve high impact. • EXECUTIVE COMMUNICATIONS - Provided guidance to executives on messaging to address key issues on memo-list and in other internal venues. Planned and ran the quarterly Company Meetings and Manager Meetings. Increased employee understanding of and connection to the corporate strategy via content in new hire orientation, performance management, and other HR programs.• INTRANET CONTENT + GOVERNANCE - Created a framework to organize corporate intranet content. Partnered with IT to identify and prioritize user requirements that resulted in improvements to the intranet and internal social tools that made it easier to find, use, and share information and collaborate more effectively in a global environment. • CHANGE MANAGEMENT / ORACLE EBS - Led change management for a company-wide re-implementation of a software support system for Operations, Finance, and HR. Communication strategies drove strong collaboration across the global, cross-functional team, and engaged associates and leaders involved in the project as key messengers to minimize disruption and gain acceptance of the system.• CRISIS COMMUNICATIONS - Led global internal crisis communications.

Retail specialty/gourmet foods store (brick & mortar and online) selling hot sauces, herbs, spices, condiments, barbecue sauces, and cooking accessories.

• GLOBAL STANDARDS - Strengthened global capabilities and rolled out global communication standards and practices. • CULTURE - Modeled and nurtured a more collaborative, boundary-less and innovative culture through new communication methods and technologies.• CONSULTATION - Guided communications for corporate and business unit leaders on how to use interactive tools to lead more effectively, foster information-sharing and collaboration among their teams, and spark innovative ideas across regions, business units and functions.• SOCIAL NETWORKING - Leveraged social networking tools for greater collaboration and multi-way communication.• CONTENT MANAGEMENT - Made information and resources easy for employees to quickly find, share.• PROCESS EFFECTIVENESS - Enacted standard global communication processes, reducing rework and improving the efficiency and effectiveness of the function itself.• MEASUREMENT - Assessed existing portal communications, and created methods to measure success, participation, impact, and highest impact improvements.• INTRANET - Enabled employee collaboration and information-sharing by launching the Company’s first employee intranet portal along with a full suite of social networking tools.

• CENTER OF EXCELLENCE LEADERSHIP - Led the global Internal Communications department for 6 months while driving the portal rollout and ensuring communications continuity for two of the company’s four major business units. Split time between offices in California and Ohio. Evolved a single business unit communication manager role into two separate director and senior manager roles and proving the value of a separate role to lead interactive communications for the company.• COMMUNICATION STRATEGY + MEASUREMENT - Conducted communication audits and employee focus groups to assess needs, prioritize communication activities and resources and measure success.• PROCESS IMPROVEMENT - Developed and launched a set of standard employee communications methodology, programs and materials/templates for use by all global business units.• BUSINESS COMMUNICATIONS - Drove business unit leader communications via multi-layered messaging, increased interaction with employees, and manager communication training. • CHANGE MANAGEMENT - Led multiple global strategic and organizational change communication initiatives, using Prosci techniques to assess needs and prioritize actions. Managed internal communications for the opening and move to a new regional headquarters building.• CRISIS COMMUNICATIONS / PUBLIC RELATIONS - Developed and delivered internal and external global crisis communications on behalf of the Fasson / Roll and Specialty Materials businesses. Handled media responses as needed.

• STRATEGIC COMMUNICATIONS - Promoted employee understanding of corporate strategies and operational initiatives through news articles, intranet sites, executive presentations, town hall meetings, conference calls and Webcasts. Staged quarterly earnings conference calls with the company’s top 700 leaders.• BUSINESS COMMUNICATIONS - Strengthened integration of Key’s brand and strategy and led internal communication initiatives for two major lines of business and multiple back office functions. Created & implemented clear and effective communication plans to support front-line strategies and tactics, while remaining flexible to adapt tactics to changing business needs. Helped line of business senior executives and their direct reports improve teamwork and efficiency in their groups through more effective and consistent communication.• INTRANET CONTENT - Authored an intranet site that brought the corporate body of knowledge and the company’s cultural and strategic information together in a single, easy-to-navigate location. • PUBLIC AFFAIRS - Represented Public Affairs on Key's Privacy Task Force and the Financial Services Roundtable Public Affairs Privacy Subcommittee - overseeing company-wide activities regarding Key's Privacy Policy, acting as media liaison and educating other Key Public Affairs representatives on the issues. Protected and strengthened Key’s reputation by consulting with corporate support and line-of-business groups to develop and execute communication strategies. • CHANGE MANAGEMENT / SIEBEL CRM - Drove change communications for a company-wide Siebel CRM implementation. Learned and used Prosci methodology to assess and develop change plans for CRM, re-branding, culture shift, Privacy Notification, and U.S. Patriot Act initiatives.

• PURPOSE, CULTURE + VALUES - Consulted with senior leaders to define, develop, and communicate the company's purpose, culture, and values, as well as strategic and operational initiatives. • CENTER OF EXCELLENCE LEADERSHIP - Built and managed a corporate-wide internal communication department and program. • INTERNAL COMMUNICATIONS - Translated strategic initiatives into specific, measurable goals and behaviors that employees could easily understand and embrace. Managed weekly store communications to more than 1,000 locations across the U.S. Produced the quarterly company-wide newsletter. Supported corporate departments to improve communication planning, quality and clarity to improve teamwork and efficiency.• MERGERS + ACQUISITIONS - Managed communications and training materials for multiple acquisitions, including one that almost doubled the company size and required a complete update to store branding and training for new technology systems within six months.• TRAINING - Supported event planning, developed materials, and facilitated training for multiple initiatives and development activities.• CHANGE MANAGEMENT / SAP RETAIL - Developed internal change communications including the first SAP Retail implementation, multiple large acquisitions, and the company's celebration of its first billion dollar revenue mark and concurrent new stock ticker and full corporate re-brand.